Creating, editing, and mapping source measures for Quality Monitoring

Procedure

In the Workforce Optimization Suite, go to Integration Management. Under Scorecard Sources, select Source Measures.
From the Source Type drop-down in the upper right, select Quality Management System.

If you do not see the source type Quality Management System in the Source Type drop-down, make sure that you have the View Quality Management Source Type privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. assigned to one of your roles. If you expect to see other source types in the Source Type drop-down but do not, make sure that you have the View All Other Source Type privilege assigned to one of your roles. Refer to the Workforce Optimization User Management Module that an administrator uses to create a profile for each employee in their organization. Guide for details on working with Roles and Privileges.
If you are viewing or editing a source measure, select from the Source Measure list on the right panel.
Do one of the following:
- If you are adding a source measure, click Add Source Measure.
- If you are viewing or editing a source measure, click View/Edit Source Measure. If you are viewing a source measure that is not in your organization some of the fields are not editable.
The Source Measure Details page opens on the right panel.

For details on the information contained in each field that you complete, see Source measure fields and their values.
If the source measure is in your organization scope, you can change the Owner Organization field while editing. When creating a source measure, you cannot, because you can only create source measures in your own organization.
Enter the source measure’s name and code along with a short description.
For new source measures, select the Quality Monitoring source system.
Select the Evaluations source mapping type.
Select the Person source measure’s type.
Select the Periodicity and Organization Aggregation types.

For details on Aggregation Types, see About Aggregation Types .

Extensible Dimension Type and Extensible Dimension Aggregation Type are not supported in this release.
Check the Intraday box if needed.
Select a measure name from the drop-down list. NOTE: This field only displays when Source System is set to Quality Monitoring and Source Mapping Type is set to Evaluations.
Select Interaction Date or Evaluation Date for the aggregation method. NOTE: This field only displays when Source System is set to Quality Monitoring and Source Mapping Type is set to Evaluations.
To map a QM form component to the source measure, select items in the Quality Management form tree.

If you change the mapping of a source measure, the system keeps the old mapping to make sure that evaluations done prior to the change, still populate that source measure according to the old mapping. For this reason, it is not possible to retroactively correct a mapping. Make sure the mapping that you define is correct and that is aligned with the currently published form. If you generate a new revision of the form that changes the mapped component, you need to update the mapping for that source measure.

To map quality source measures to the Quality Monitoring form, you first must add and configure the Generic - Import Form Tree Structure adapter. This adds the tree structure to the Source Measure Details page so you can select items from it while creating a QM source measure.

See the Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. Adapter Guide, Generic - Import Form Tree Structure Adapter chapter for details.
Click Save.

If the source measure is new, it is displayed on the list. If the source measure is being updated, the changes are saved.

Changes to new or modified source measures do not take effect until the Scorecards Data Warehouse Sync adapter has run.